Ticket deflection with seamless handoff
Sytira deflects repetitive questions with self-service articles, embedded search, and Sytira AI-powered answers, then hands off to agents with context intact.
- Embedded help center search inside chat
- Sytira AI answers first-response questions from your help center
- Article views and search queries show which content is working
Key outcomes
Search inside chat
Customers search your help center from the live chat widget, and agents can paste article links into any channel.
Contextful escalations
When a conversation reaches an agent, the full chat history, including any articles already shared, is right there.
Content that improves
Article views and search queries show what customers look for, so you can prioritize the next updates.
Sytira AI assist
Sytira AI answers and drafts replies using your articles, keeping answers consistent. Sytira AI credits come with paid plans.
Embedded search in chat
Customers get instant answers in the widget with a clear path to a human when they still need help. Articles surface automatically based on the question.
- Article suggestions appear as the customer types
- Search queries and article views show which content is working
- One-click handoff to a live agent with full context
- Embedded in the live chat widget, and agents can paste article links into any channel
Agent context for escalations
Agents pick up the full chat history, including the articles already shared, plus a Sytira AI draft written from your articles, so escalations stay short.
- The whole conversation, including the articles already shared, stays in the thread
- Search query reports show what customers looked for and did not find
- Sytira AI drafts a reply using article knowledge
Plays to launch
Concrete plays your team can use immediately.
Pre-chat answer surfacing
Reduce live volume on predictable topics.
- Expose top articles in the chat widget
- Let Sytira AI answer from your help center before an agent joins
- Offer a live agent as a fallback
Article-assisted replies
Keep agents fast and consistent.
- Sytira AI drafts replies from your articles as agents work
- Insert canned responses and article links with one click
- Track article views and search terms in the reports
Feedback-driven updates
Use data to keep docs fresh.
- Monitor search queries that return nothing
- Create an update backlog by category
- Publish updates and keep the version history
Toolkit
Features, integrations, and controls that make this use case stick.
Multilingual ready
Publish articles in several languages and route conversations by browser language with automation rules.
Article analytics
See article views and the search queries customers run, so you know what to write next.
Portals and APIs
Use the live chat widget, your branded public portal, or the REST API to surface content wherever customers ask.
Common questions
Practical answers teams ask before rolling this out.
Can Sytira track deflection?
Sytira does not report a deflection rate. The help center reports show article views and the search queries customers ran, including the ones that returned nothing, and the conversation reports show how many chats agents handled.
How do we keep answers consistent?
Sytira AI drafts replies from the articles in your help center, and canned responses and macros keep the tone aligned across the team.
Does Sytira handle customers who prefer WhatsApp or email?
Embedded article search runs in the live chat widget. On WhatsApp and email, agents paste article links into their replies, and the conversation still routes to an agent with the full history attached.
Can we migrate existing articles?
There is no article importer in Sytira. Articles are written in the help center editor, and for a large library you can create them through the REST API. Once they are published, Sytira AI can answer from them.
Do you support multi-language knowledge bases?
Yes. A help center portal can host articles in several languages, and automation rules can route conversations by browser language. Sytira AI answers from the articles you have published.
Related resources
Bring your top 20 tickets and we will turn them into articles
See how self-service plus Sytira AI reduces queue volume.